Lean six sigma in a call centre: a case study

Abstract

PurposeThis paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation.Design/methodology/approachThe study draws on process information and primary data from a real project.FindingsThe study describes improvements in the operation of the call centre attributable to lean six sigma: increase in first‐call resolution ratio, reduction in operator turnover and streamlining of processes.Practical implicationsThe introduction of lean six sigma into the call centre daily operations' management may have organizational benefits.Originality/valueAlthough lean six sigma has been extremely successful in the last two decades in the manufacturing sector, its applicability to the service sector has been a controversial topic. This study illustrates its application to a fast‐growing area of the service sector, assisting companies in identifying areas of development for their call centres.